Customer cancellation
Customers may cancel an order only before food preparation has started. The client-approved operational cancellation window is 1 minute after placing the order, subject to preparation status.
Once preparation starts, cancellation requests cannot be accepted because the meal has been specially prepared for the order.
Restaurant cancellation
Wah Thali may cancel an order because of item unavailability, operational issues, kitchen emergencies, delivery constraints, technical errors, safety concerns, or suspected fraudulent transactions.
If payment has been received and the order is cancelled by Wah Thali, eligible refunds will be initiated to the original payment method.
Refund eligibility
Refunds may be approved for duplicate payments, payment deducted but order not confirmed, restaurant-cancelled orders, incorrect items, significantly damaged food, or verified quality issues reported promptly.
Wrong or missing items may be replaced or refunded at Wah Thali's discretion after verification.
Non-refundable situations
Refunds generally do not apply where cancellation is requested after preparation begins, address or contact details are incorrect, the customer is unavailable, delays are beyond our reasonable control, or the concern is based only on personal taste preference.
Failed deliveries due to customer-related reasons may not be eligible for refund.
Self-pickup orders may not be eligible for refund if the food is prepared and the customer does not collect it within a reasonable time after pickup notification.
Issue reporting and refund timeline
Customers should report wrong, missing, damaged, or quality issues within 30 minutes of delivery with order ID, registered mobile number, issue description, and photos where applicable.
Approved online-payment refunds are processed to the original payment method, usually within 5 to 10 business days depending on the bank or payment provider.